Job description
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and key responsibilities: -
- Create, manage and update the training content for respective LOBs on different tools
- Manage/create process SOPs and training refresher
- Accountability for 0 – 45 days batch performance.
- Attend TTT conducted by clients.
- Conduct PKT and process refreshers on the floor.
- Bridge gaps in product, process, language, comprehension, and cultural aspects of the LOB
- Represent Concentrix on client calls and internal/external calibrations
- Responsible to manage the training throughput and performance
- Manage training MIS for new hire batches and other training related work
- Contribute to process improvement ideation and initiatives
- Responsible for all risk management and compliance activities as applicable to this role
- Drive continuous improvement for Transaction Quality and Delivery
- Manage Transaction Quality & Client related Key Performance Indicators (KPIs)
- Evaluate effectiveness of transactional quality interventions
- Strengthen Quality management processes / framework to improve quality delivery
- Accurately capture SLA/SLO metrics, the reporting needs of clients and set up / customize processes to seamlessly meet client's expectations
- Generate and implement out of the box ideas and Process improvement initiatives in the process
- Drive Process control & Compliance in addition to managing the Audit SLAs
- Provide crisp and specific feedback to Front Line Recruitment Teams on quality of new hires
Key skills and knowledge: -
- Experience in customer care(voice) (preferably ecommerce or fmcg)
- People Management skills
- Data structuring and churning ability
- Basic knowledge of Six Sigma and statistical tools will be an added advantage
- Ability to drive initiatives and projects to closure
- Ability to deal with employees at all levels of hierarchy
- Ability to provide leadership, direction and motivation to build high performing teams
- Analytical and Quantitative skills
- Excellent Communication and articulation skills
- Data Handling / data interpretation skills / data visualization skills
- Good working knowledge of Transaction Quality systems, tools and technologies.
- Should understand Transition from startup to BAU/Hand over phase
- Process Oriented, Planning, Decision making, Ability to prioritize, Ability to meet deadlines and work under pressure
- Detail oriented with strong organizational and Presentation skills
- Flexible to work in a 24X7 environment (Night shifts & weekends based on scope)
- Relevant Experience of 2 – 3 Years
Education: -
- Graduate in any discipline
